INTERNATIONAL DELIVERY INFORMATION
We know how important it is to receive your goods on time.
The general shipping option on the site is Free delivery. If you wish to have something delivered any other way besides Free shipping, please, contact us by the Messenger form on the site. We can immediately inform you about all shipping options and make it available to you.
Free delivery parcels arrive in 15 to 30 days. Usually, the products arrive within 3 weeks.
What delivery options are available?
Standard delivery services is available for all of the countries that we serve. Tracking is available for all orders. In case you wish to use these services, you receive a shipping confirmation email with a tracking link for your parcel so you can follow its journey.
Can I track my delivery?
After we've sent you a confirmation mail about your order, in about 2-3 days a second mail is sent with the tracking code, so you can follow the item's journey.
WHAT SHOULD I DO IF A DELIVERY TAKES TOO LONG?
Please, check the shipping option that you have chosen at the time of placing your order and the times for delivery. We always do our best to ensure that your orders arrive on time.
The estimated delivery time is written in your Order Confirmation email - please allow until this date for your order to arrive. If there is a tracking option for your shipping, the tracking number will also appear. Keep in mind that the free shipping service usually does not include tracking option.
If the estimated delivery date has passed, and neither the Shipping Company nor our Customer care have informed you of any expected delays, please, contact us to investigate the case.
WHAT IS THE DELIVERY PROCEDURE?
The carrier delivers parcels during normal business working hours and may require a signature on receipt. We suggest you to consider a delivery address where someone would be available to accept the parcel. If nobody is present at the address at the time of delivery, the carrier leaves a note informing you about the procedure to pick up your parcel or rearrange delivery.
CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS?
Once the parcel is sent, the delivery address cannot be changed. When the carrier attempts a delivery and no person is present to accept it, a note is left to inform you how to arrange another delivery or where you can pick up the parcel yourself.
CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?
We can deliver to your permanent residential address or your place of employment. If you wish your delivery to reach you at work, you need to be confident that someone would be there to accept the parcel and the receipt as the courier delivers to the place not the person.
We do not deliver to PO Box address!
CAN I CHOOSE A SPECIFIC TIME OR DAY FOR MY DELIVERY?
Unfortunately, we cannot arrange this at the time of order proceeding, unless you wish to use Express delivery.
ARE THERE ANY CUSTOMS OR IMPORT FEES?
Your items might be subject to Customs fees and/or import duties. In most cases, they are charged once the parcel reaches the destination country. The person receiving the parcel must pay these charges. This also applies to retail & wholesale customers.
We have no control over these charges and we cannot inform you what the cost would be, as customs policies and import duties vary widely from country to country.
Please, check your local Customs office for current tariffs before you order so that you are not surprised by unexpected charges.
More information available on the following sites: USA, Canada, Australia, NZ, EU, UK
Note: The Customs terms also apply to the shipment of any replacement product. If you have to return a product, you are the exporter and would be responsible for compliance with these regulations.
Customs offices in some countries require the importer of record to provide a particular form of identification before releasing a shipment. You may be required to provide an identification number such as a Unique Identification Number, CPF, or Tax ID.
Countries that require an identification number include Brazil, Chile, China, Ecuador, India, Israel, Peru, Qatar, South Africa, South Korea, Taiwan, and Turkey.
HOW CAN I GET IN TOUCH WITH CUSTOMER CARE TEAM?
If you do not find the answers you need here, you can contact us by the Messenger app on our page or using the Contact form.
You can contact us through our social media profiles as well: Pinterest, Facebook, Instagram.
You can send us snail mail on the following address:
via Donizetti 11, Casiana Terme, PI, Republica Italiana
You can call us on: +393201959775 (Italian ONLY) or +359877010040 (English)
Please, have in mind that we handle customer care enquiries mainly by email or social media. We do not have a call centre, therefore we cannot process a high volume of telephone calls. We recommend you to contact us through the chat app on the page or by email in order to resolve queries on the spot. Please, include as much information as possible when you contact us so that we can be quick and helpful.
RETURNS & REFUNDS
CAN I RETURN GIFT VOUCHER PURCHASES?
You can return a gift voucher purchase. As soon as we receive the returned item, we send you another Gift card for the same amount.
WHAT HAPPENS TO MY REFUND IF MY CREDIT CARD IS NO LONGER IN USE?
The refund is sent back to the original payment method used to place an order. If a card is lost, stolen or cancelled, we can still refund the corresponding bank account. We cannot refund your order to a different card. If you have such an issue, please, inform us promptly.
A RETURNED ITEM INCORRECTLY REFUNDED OR REPLACED
In this unlikely scenario, inform us immediately.
DO YOU REFUND DELIVERY CHARGES IF I RETURN SOMETHING?
The delivery charge may be refunded if the entire order is faulty or incorrect.
CAN I RETURN AN ITEM FOR AN EXCHANGE INSTEAD OF A REFUND?
If you need to return a faulty or incorrect item, please contact us to sort it out.
We do not exchange returned items. They are refunded once received in our office. If you need a different size or colour of an item, then you have to place a new order.
HOW CAN I GET A NEW RETURN NOTE?
You can re-print the note you receive on the email or request another one from our Customer care team.
WHAT HAPPENS IF I FORGET TO INCLUDE MY RETURN NOTE?
Our CRM Department will identify the items for you or contact you if we have any doubt about a return. You will be promptly informed by email about the proceedings. If 45 days have passed from the date you sent back an item without receiving the refund, please, contact us.
More information on our R&R Policy.
CAN I CANCEL MY ORDER AFTER I HAVE PLACED IT?
If you wish to cancel an order, you have to send us a message through the onsite chat app or an email requesting cancellation at: firstname.lastname@example.org, within 90 minutes of placing the order.
When you place an order with MaestosoRosso, the funds are reserved for us but we do not actually request the money until your order has been confirmed and sent to our warehouse.
If you cancel your order, the reserved sum will not be transferred to our account at all. However, it may take up to 10 working days for your bank or card issuer to make your funds available to you again.
If the time window between the purchase and the cancellation request is over 90 minutes, we will not be able to cancel your order.
You can return your order to us once you receive it. For more information on how to return your order, click here.
I CANCELLED MY ORDER – WHAT ABOUT MY MONEY?
If you cancel an order within 90 minutes of purchase, no money is withdrawn from your bank account or credit card.
Keep in mind, that the operator (bank or credit card issuer) receives automatically a request to process the payment so they freeze the corresponding sum. As soon as you place an order, your payment provider reserves the funds to cover your purchase. You may notice the amount on your bank statement under Pending or Reserved status. When you cancel an order, the reserved funds are made available to you again. This can take up to 10 working days, depending on your payment provider and we are not able to speed up this process. If the funds are not released in 10 working days, please, contact your bank or card issuer. If they cannot resolve the issue, contact us to check the problem.
WHAT TO DO IF THERE IS A MISSING ITEM FROM THE ORDER?
We may have sent your items in separate parcels, so please check your emails to see if any of your items arrives separately.
If your order comes in different parcels then each delivery note tells you the items you can expect to find inside every package. Please, check your email for the delivery notes from each part of your order to make sure you do not miss anything.
If an item misses, contact Customer Care team at email@example.com. Please, have the order number and the missing item's name as it appears on the corresponding product page. We will resolve the issue for you as quickly as we can.
WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?
Please, inform us immediately at firstname.lastname@example.org.
Have the following information available:
►The order number;
►The faulty item's name and/or number;
►A description of the fault.
We will get back to you the soonest possible and send you a replacement item as quickly as we can.
IN CASE, SOMETHING IS WRONG WITH THE INVOICE
If you have any issues with your invoice, please, contact us to sort it out for you.
THE INFORMATION ON MY DELIVERY NOTE DIFFERS FROM THE SITE
The product or order code on your delivery note is usually needed for queries or returns. If you have received the right item, there is nothing to worry about. These codes are unique to the size and colour combination of an item and may vary from the general code found on the website.
CAN I GET A REFUND IF THE PRICE HAS CHANGED SINCE I ORDERED?
As an online business, our prices change in response to fashion trends, stock and demand from customers. In this case, we do not refund the difference.
DO YOU REFUND DELIVERY CHARGES IF I RETURN AN ORDER?
Your delivery charge may be refunded in some circumstances, for example if your entire order is faulty or incorrect, or if your order has been cancelled under the Directive 2011/83/EU.
NOTE on the implementation of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, amending Council Directive 93/13/EEC and Directive 1999/44/EC of the European Parliament and of the Council and repealing Council Directive 85/577/EEC and Directive 97/7/EC of the European Parliament and of the Council.
According the aforementioned Regulations, you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you have paid for shipping.
► The fourteen calendar days start from the day after you receive your order.
► If you wish to return your whole order and you paid for the delivery, we will refund the cost of Standard Delivery to your country even if you have used another delivery option. If only part of your order is returned, any delivery charge you pay will not be refunded.
► We need written confirmation of cancellation from you, so you have to inform us using any of our available contact options to let us know that you would like to cancel your order under these Regulations. Alternatively, you can request a standardized Withdrawal Form from us.
► You have to return the items from your order that you wish to cancel. Once you let us know you would like to cancel or we receive your completed Withdrawal Form, we will contact you how to proceed.
► The items you return must be unused/unworn, in their original condition.
► Please, be sure that the return items are packaged well enough so that they are not damaged during shipping. In the unlikely event that an item is returned in unsuitable condition, we may have to send it back to you. In this case, we cannot refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.
How can I buy (methods)?
You can add several products in your cart or just click "Buy Now" on any product and go directly to "Checkout". There you can use your PayPal account OR pay with your credit/debit card. We accept Visa, MasterCard, American Express or Apple Pay.
IMPORTANT: Always fill in your full address and phone number to make sure the delivery will be as fast as possible!
Every product has a short description with its most important characteristics - material, colors, season, sizing, etc. Check the boxes below the sections "color" and "size" to mark your choice. Be sure you read the description so you won't be surprised when you receive our product.
IMPORTANT: Be sure to click on the chosen color, size and quantity (the buttons bellow the title of the product) so the delivered product will be exactly what YOU wanted!
Picking the right size!
ALWAYS use the sizing charts in the description (and in the gallery). When you pick an item, measure the required areas of your body. Keep in mind, the numbers on the sizing table are those of the clothing item itself! So for example, if you choose a tight/bandage dress and you want is to fit your body the right way, we advise you to buy a slightly smaller size, since the fabric has a stretch. If a sizing table contains a range value of a particular measure (e.g. "Chest: 84-88") - this means the item is suitable for people within those measures. You can ALWAYS contact us if there is something unclear or you are unsure of what size to buy!
IF YOU HAVE ANY OTHER QUESTIONS USE THE CONTACT US! FORM